Presented by:Jennifer Luu

Isidro GonzalezBlanca Y. Vázquez

May 30, 2007

www.brotecs.com/products/image/crm_04.jpg

Definition “CRM programs help a company manage

all aspects of customer encounters, including marketing and advertising, sales, customer service after the sale, and programs to help keep and retain loyal customers.”

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(Stair & Reynolds, p. 51)

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CRM Software

Made up of both business management and automation of the front-office (sales and marketing) divisions of an organization

Meant to address the needs of divisions within an organization and to allow them to share data on prospects, customers, partners, competitors and employees

The purpose of CRM software is to manage the customer through the entire lifecycle; i.e., from prospect to qualified opportunity to order.

Automates many of the needs of the front-office and provides a standard framework for pushing leads through a sales pipeline and managing it

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Why is CRM Needed?

Can help a company collect: Customer data Contact customers Educate customers on new

products Actively sell products to existing

and new customers Can be used to get customer

feedback to help design new products and servicesJ

CRM and IT Thinking about CRM in primarily technical

terms is a mistake.

Better: CRM is a strategic process to better understand customers’ needs and how to meet those needs and enhance your bottom line.

Depends on integrating lots of information about customers and market trends.

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CRM and IT example

Iwww.amigolog.com/Amigolog-CRM-Overview-En.jpg

CRM and GIS

GIS technology becoming more

commonplace in daily operations

Company advantage

Growth in consumer and enterprise uses of geographic Information Systems (GIS) Technology

Mapping GIS growth

GIS and the business---Truck companiesI

CRM and GIS (cont.)

Microsoft MapPoint

Ihttp://www.microsoft.com

CRM Implementation Focus on customer needs

Start with a pilot program

Include a scaleable framework Think carefully about the company

Measure your data

Think what kind of data to collect and storeI

CRM Costs Depends on the application

Hosted sales application $65 to $150/Mo Sophisticated functionally and greater

support (Several thousands of dollars even millions)

Companies buy different packages or a single, integrated package

email marketing and sales force automation

other companies can buy the integrated package data base, applications for marketing, sales, and customer service and supportI

Keys to Successful CRM Software

Help identify and target, manage, and generate

Assist to improve sales, account, and management

Allow the formation towards customization

Provide employees with the information and processes needed

High functionality System reliability  Management information Value for moneyJ

Sugar CRM

World's leading provider of commercial open source CRM

Founded: April 2004

Employees: 90

easily adaptable

allows companies to more easily customize and integrate business processes

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www.ursochappell.com/identity/sugarcrm-s.jpg

Sugar CRM (cont.) Offers many options

on-demand solutions- For companies who are comfortable with housing their customer information outside of their firewall and who do not have an IT staff to manage their CRM system

More Secure Transparent Flexible

on-premise solutions- for customers who would like to have their CRM information managed by IT managers behind their firewalls

Freedom/Openness Value Speed Support

SugarCube- for companies who view their customer information as too valuable to entrust to a third-party vendor but only have limited IT expertise

Fast Deployment Secure Data with Less IT Resources

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www.ursochappell.com/identity/sugarcrm-s.jpg

Siebel (Oracle)

Bought by Oracle

No.1 company in CRM

Features Comprehensive CRM software

solution Lower total cost of ownership Superior service solutions

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www.oracle.com/.../oracle_certasso_clr_rgb.jpg

Siebel (cont.)

Siebel On-demand Benefits and Features Complete and comprehensive Superior usability Performance and Scalability Industry-specific functionality Embedded contact center Easy customization, integration, and

expansion Prebuilt integration to Oracle back-office

applications Low, predictable costs Global Austin Data Center

Safe and Secure 24x7 AvailabilityJ

Conclusion

“As a rule, the further an industry is away from the end customer, the less important CRM is. “

-Thomas WilgumJ

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QUESTIONS?!?!

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Sources http://www.cio.com/article/40295/

ABC_An_Introduction_to_CRM/2 http://www.oricle.com http://www.sugarcrm.com http://images.google.com/imghp?

svnum=10&um=1&hl=en&client=firefox-a&rls=org.mozilla:en-US:official&btnG=Search+Images

http://www.microsoft.com

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